The Symantec ServiceDesk 7.1 Administration course is designed for the IT service management professional tasked with administering and using Symantec ServiceDesk 7.1 in an ITIL-focused environment. This class covers the installation, configuration, and operation of Symantec ServiceDesk 7.1. It also discusses how ServiceDesk implements the ITIL processes of incident management, problem management, and change management. In addition, the course covers automation rules, password resets, and Request Access to Network Share service requests. The class also provides an introduction to Symantec Workflow, the process management technology upon which ServiceDesk is built.

Course Objectives

• Install, configure, and customize the ServiceDesk portal to meet the needs of your business environment.
• Effectively use the incident management, problem management, and change management ITIL-compliant service management processes built into ServiceDesk.
• View, create, and customize ServiceDesk reports.

Prerequisites

• General knowledge of the ITIL framework, groups-based security, databases, and Web-based applications

Audience

• ServiceDesk administrators and any other service management personnel who are involved in installing, configuring, managing, and administering Symantec ServiceDesk 7.1.

Course Details